XForm IT Management       Practical solutions for technical support

Do You Need A Solid Outsourcing Company?
We work for you 24/7/365

About Our Services

Helpdesk services outsourcing provides your customers with our round-the-clock support, and dedicated customer care representatives, without the high costs associated with providing in-house helpdesk services.

Developing and maintaining a dedicated call center or providing helpdesk services is essential to retaining your customers; however, taking on the task without help can drastically reduce your ability to perform and maintain the quality of your product and the enthusiasm of your team.

 

Our Services

Hardware Diagnosis

Our front-line hardware diagnosis and escalation services can include:

  • First-line support for field personnel and their hardware.
  • Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
  • First-line support for internal employees and their hardware.
  • Dispatching an on-site technician from your internal IT department or a 3rd party service provider.


Service Desk Management

  • Tier 1 Support: Tier 1 provides basic software application and/or hardware support to callers.
  • Tier 2 Support: Tier 2 provides more complex support and/or subject matter expertise on software applications and/or hardware and is usually an escalation of the call from Tier 1.
  • Tier 3 Support: Tier 3 provides support on complex hardware and network operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident.

 

 

 

Field and Remote technical support solutions

There's nothing more satisfying to a caller than quick, efficient resolution of their problem by a friendly help desk agent. Our remote control software assistance provides you with:

  • Permission-based remote control of your caller's PC.
  • Step-by-step voice and visual resolution of your caller's issue.
  • Ability for the caller to see the help desk agent controlling their PC's mouse and keyboard.
  • Ability for the caller to regain full control of their PC at any time; especially at the end of the call.

 

Security Administration

Also known as Identity and Access Management, we manage end user account creation, permission levels, system access, password resets and account deletions. Our experienced IT support teams provide value by focusing on continued process enhancements and quality improvements to deliver both improved security and lower costs.